Medical Service Supervisor (German native & English)

Medical Service Supervisor – German native & English

The Medical Service Specialist Supervisor is responsible for the overall operational management of specific programs to ensure that client goal and objectives are met. Responsible for managing assigned support staff. Handles routine and escalated phone calls as necessary. Accountable to ensure that production and quality expectations are met per program requirements.

Primary Job Responsibilities:

• Sound, visible floor presence for optimal operations management.
• An understanding of terminology used in reports and documentation and internal Conduent systems.
• Accountable to meet productivity goals for assigned programs.
• Manage campaigns for optimal performance and work with Program Managers to ensure success of programs.
• Ensure that high call quality is maintained and monitored, providing coaching as needed.
• Conduct internal monitoring sessions.
• Monitor daily productivity reports.
• Ensure that daily/weekly statistical project reports are updated, accurate and delivered on time.
• Conduct training for programs as needed.
• Staff assigned programs for optimal performance.
• Handle representative questions and concerns.
• Write and deliver representative evaluations.
• Handle any disciplinary issues.
• Promote high levels of motivation and morale.
• Coach and develop representatives and help them to set up development plans and objectives.
• Manage any payroll issues for representatives.
• Create and administer representative commission payouts.
• Foster participative work environment where the opinions of others are heard.
• Recognize problems and propose solutions and follow through with implementation.
• Perform in a mature and professional manner and lead by example.
• Set and meet realistic deadlines.
• Evaluate the amount of logic incorporated in decisions made.
• Attendance dependability and punctuality.
• Positively embrace change and communicate in a positive manner.
• Act as liaison to IT help desk and facilities department as needed.
• Follow escalation policies.
• Ensure that all company policies and guidelines are adhered to.
• Other duties as assigned.

Qualifications:

• Healthcare, pharmaceutical & telemarketing management experience preferred.
• Required fluent in both German (Native) and English (B2+ – able to read, write and speak both languages)
• Exceptional client contact experience required.
• Demonstrated leadership, initiative and professional behavior.
• Ability to manage programs effectively.
• Excellent verbal and written communication and listening skills.
• Ability to effectively work independently and coordinate team efforts.
• Strong computer and keyboard ability with advanced knowledge in Microsoft Office Suite including Word, Excel and Outlook.
• Proactive and highly motivated with excellent interpersonal skills.
• Ability to present in a polished and highly articulate manner.
• Well-developed problem analysis and decision-making skills.
• Demonstrated organizational and time management skills with ability to manage programs effectively.
• Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously.

Education:

• School finisher + 3 years of training (university, apprenticeship, vocational training) or 2+ years into life science degree
• 3 years of training in life science preferred